The first rule in business is ‘Do it right the first time'. If this does not occur, remember that each complaint is an opportunity to further develop the relationship and to impress the customer with your determination to fix the problem. Anything less is a cause for concern, as losing the customer could cost the business thousands of dollars over the potential life of the relationship.

How well a business handles complaints is often a key to their likelihood of success.

The topic 'Customer service strategies' looks at developing a complaints procedure. It is important that complaints do not simply stop at the front desk. The cause of the lack of service must also be investigated.

Listen to the complaint - effectively and sympathetically.

Calm the customer - apologise and summarise the complaint.

Take responsibility - check the details, consult with staff, find a resolution, communicate action to the customer and check the customer agrees.

Follow up - check that what you agreed to has happened.